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Maintenance and Fault Response

A fault route that works, and records that show what was done.

SISS maintenance for Help Points and station systems: planned and corrective work, with every visit recorded against the asset.

Planned and corrective maintenance, records, audits, escalation and remote diagnosis.

Maintenance and Fault Response

Requirement

Systems kept in service

Installed systems only earn their keep if they stay in service. That takes planned maintenance, fault response and a record of every visit.

TDM maintains Help Point estates and station systems under planned and corrective maintenance contracts. One network-wide Help Point maintenance contract ran from 2005 to 2024, with customer review meetings and an agreed escalation route.

TDM engineers working on platform equipment from a ladder inside a fenced work area

Maintenance

A maintenance history for every Help Point

Planned and corrective maintenance are both recorded against the asset, so the maintenance history of each Help Point is available to the customer.

Faulty Help Point electronics are tested at board level, then repaired or replaced, with spares held in Crawley.

Assistance Point mounted on a platform wall

Records and audits

On the record, and audited

PPM reports and asset information sit with the maintenance records, and engineer audits check work against the required standard.

Maintenance loopPlanned preventative maintenance visits and reported faults lead to corrective visits. Every visit is recorded against the asset, and review meetings and engineer audits feed back into the next planned visit.Planned preventative maintenanceFault reportedCorrective visitRecorded against the assetAsset data, PPM reportsReview meetings and auditsEscalation routeRemote diagnosis where the interface permitsPlanned preventative maintenanceFault reportedCorrective visitRecorded against the assetAsset data, PPM reportsReview meetings and auditsEscalation route

Remote diagnosis

Found remotely, fixed across the estate

Remote monitoring is used where the system interface permits it. On a Help Point maintenance contract, remote monitoring identified a mobile-provider SIM configuration issue affecting multiple units, which was then resolved across the estate.

Asset Monitoring
Help Point monitoring and lifecycle supportWhere the estate supports it, Help Point asset status, heartbeat and connectivity are monitored. A fault affecting multiple units can be diagnosed centrally and resolved across the affected units, with asset records and maintenance history held behind it.MonitoredCentral diagnosisLifecycle recordsAsset statusWhere the estate supports itHeartbeatConnectivityMulti-unit faultDiagnosed centrallyResolved across unitsEvery affected unitAsset recordsHeld against each unitMaintenance historyEvery visit loggedMonitoredCentral diagnosisLifecycle recordsAsset statusWhere the estate supports itHeartbeatConnectivityMulti-unit faultDiagnosed centrallyResolved across unitsEvery affected unitAsset recordsHeld against each unitMaintenance historyEvery visit logged

Scope

Preventative and corrective maintenance, with fault escalation

  • Planned preventative maintenance (PPM)
  • Corrective and reactive maintenance
  • Maintenance and asset records held against each asset
  • Engineer audits and maintenance review meetings
  • Fault escalation
  • Remote monitoring and diagnosis where the system interface permits

Projects

Maintenance and Fault Response case studies

  • CCTV dome camera, customer information display and PA speaker on a GWR station platform

    GWR, Managed stations and depots

    SISS maintenance across the GWR network

    Planned and corrective maintenance of CCTV, CIS, PA and Help Points at managed stations and depots, with a customer helpdesk, CCTV downloads and the asset database.

    Ongoing

  • EMR, Stations across the EMR network

    Help Point electronics support

    WAM-GSX Help Point board testing, fault assessment, repair and replacement, and spare boards for the EMR estate.

    Ongoing

All Maintenance and Fault Response case studies

Discuss maintenance and fault response for a site.

Something else

If the work does not fit one of these routes, send a short general enquiry.

General enquiry